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COVID-19: How Knowledge Base Management Enables Call Center Continuity

bold360 Blog

Knowledge is power, especially during the COVID-19 pandemic when both individuals and organizations alike are struggling with uncertainty. When knowledge is stuck in silos, available for the few and shared by the few, your company has a continuity problem.

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“Free”: The True Costs of Knowledge Based Authentication Questions?

pindrop

Imagine that you are trying to log in to your 401k account after a long time and as luck would have it you don’t remember the password. By the time you finally get your password reset, you have lost an hour of your productive day. Reduce Average Handle Time (AHT).

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“Next!” Top 5 Tips to Reduce Customer Service Wait Time

Comm100

Only 35% of customers are willing to wait 30-60 seconds for a response on live chat. For today’s consumer fast support is non-negotiable, and long wait times are unacceptable. So how can your team reduce wait times and give your customers the immediate attention they expect?

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Linking Self-Service to your Knowledge Base

Insite Managed Solutions

Today, more and more customers expect self service options, and an effective knowledge management system can empower this. This is why it’s important to understand efficiency and gaps within your knowledge management system as customers prefer to service in the most convenient way for their persona. If you know you have a consistent knowledge base, perhaps it’s time to take it a step further to enable self-service options.

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Top 3 Tips for Handling Customer Support Issue Surges

UJET

The reality is, with many consumers now staying at home, digital support requests are increasing and the need to provide streamlined support that can not just resolve issues in a timely manner, but put customers at ease and give them peace of mind is more important than ever.

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The 6 Live Chat Support Scripts You Need in Your Internal Knowledge Base to Prep Agents for Any Customer Conversation

SharpenCX

It’s convenient for me and it allows me to multitask while I wait in a queue. I don’t have to email a support number and wait days for a response. Keep them in your internal knowledge base, so when agents feel stuck, they have a reference point to get back on track.

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How Good is UPS Customer Service and How Can It Be Improved?

CSM Magazine

UPS is the world’s largest package-delivery company, providing timely delivery for millions of customers to nearly every corner of the globe. Knowledge Base

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Spectrum Customer Service: How Good Is It and How to Contact Them?

CSM Magazine

Spectrum customer service is quite highly rated, with support professionals who are knowledgeable and responsive. Customers report long wait times when calling for customer service or trouble-shooting help. In 2013, Charter completed its merger with Time Warner Cable.

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Part 4: Enabling Collaboration of Customer Support Teams in Remote Environments

TeamSupport

With this feature, customers can ask seek support without the frustration of long wait times. This way the company’s support team has enough time to focus on major tasks. B2B Customer Support customer knowledge base cloud

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How to Manage Customer Service Requests in a Manufacturing Setting

CSM Magazine

82% of customers will take their business elsewhere if they’re unhappy with the service you provide, and that includes long wait times. Reduce Response Time Significantly. Good communication is vital for customers who hate waiting. Train a Knowledgeable Team of Agents.

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4 Things Your Customers Shouldn’t Have to Wait for and Why They’re So Important

CSM Magazine

While customers may be happy to wait for certain results, there are some things you should never make them wait for. Boost your reputation for great customer service by ensuring that you don’t make them wait for these basics. Time is of the Essence. Knowledge Base

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What’s the Best Way to Help Your Customers Online?

CSM Magazine

Some customers prefer to speak to someone there and then as their enquiry is urgent or they’re not prepared to wait for a reply to a support ticket. If the wait time is long, this could cause them to become frustrated. Knowledge Base

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Is Your Customer Service Team Underperforming? Here Are 7 Reasons Why It Happens, and Strategies to Fix This

CSM Magazine

Manual processes are outdated most of the time. No matter how skilled your team is, if they don’t have access to productivity tools, they will waste time and underperform. They waste time on tasks you can easily automate. Knowledge Base

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5 Ways Voice Analytics Software Plays an Integral Role in Improving Customer Experience

CSM Magazine

Voice analytics detects phrases and words based on a database designed by the user and can provide data that breaks down patterns and trends in phone calls with customers and contribute an observation of customers emotions and intents. Knowledge Base

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8 Ways Commercial Cleaning Can Improve Productivity and Customer Service

CSM Magazine

Using a national commercial cleaning service is one of the best ways to do this, as it removed the hassle of employees having to take time out from their busy working day to keep things clean. Removes Wasted Time. Knowledge Base

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Why BPM Is Vital for Businesses

CSM Magazine

A BPM program will, therefore, help a company to process more within a shorter time and higher quality. BPM tools can help businesses reduce wastes as a result of over-production, rework, or waiting time, which allows the company to focus on growth and development.

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How Chatbots Are Your CX Missing Link

CSM Magazine

Improving customer experience (CX) with chatbots has become a reliable tool that saves time and offers users assistance to help simply their buying journey. Don’t wait until the last minute to make an impact. Knowledge Base

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Why Private Jet Charter Offers the Ultimate Customer Service

CSM Magazine

Customer service is arguably more important for some businesses than others, however, with tourism-based firms offering a relevant case in point. Waiting Time is Minimal. For example, rather than being exposed to lengthy check-in times and long boarding delays, you can arrive at the airport and walk on to your aircraft within a matter of moments. Make the Most of your Time when you Arrive at your Destination. Knowledge Base

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What customers want

TRUSTID

There are no long wait times and customers are off the phone with their problem resolved in minutes. And to throw in a third scenario, the knowledge-based authentication (KBA) questions that agents ask are no longer predictive of who the caller is. Social engineers have proven this time and time again. Over time, this can save an organization significant labor costs and improve their profitable bank-customer relationship.

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10 Words and Phrases Customers Hate to Hear

CSM Magazine

You wait on hold for what seems much longer than the ten minutes they said you would be holding. Why don’t we wait and see? “We’re Customers hate to wait. The wait time is 45 minutes.” Knowledge BaseShep Hyken looks at some of the most common words and phrases that are guaranteed to get customers rattled. You have a problem. You call the phone number listed on the company’s website.

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How Does Live Chat Increase Efficiency While Reducing Costs?

CSM Magazine

The actual number varies based on the industry and complexity of the query. The ability to handle multiple chats at a time makes customer service reps far more productive than phone agents, who are only able to assist one customer at a time. The result, service reps are able to assist more customers in less time. This means shorter wait times for customers and faster answers to their questions. Knowledge Base

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What customers want

TRUSTID

There are no long wait times and customers are off the phone with their problem resolved in minutes. And to throw in a third scenario, the knowledge-based authentication (KBA) questions that agents ask are no longer predictive of who the caller is. Social engineers have proven this time and time again. Over time, this can save an organization significant labor costs and improve their profitable bank-customer relationship.

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How to Improve Inventory Management and Customer Satisfaction as a Result

CSM Magazine

For example, make sure you’re using feature-rich software that incorporates bar-coding and allows you to get better real-time visibility of your stock levels as a result. It is also helpful to establish bin-level inventory controls using a warehouse-management system that tracks data each time something comes out of a bin. For optimal inventory management, it’s also important to have stock in the right place at the right time. Knowledge Base

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Top contact center authentication stories of 2017

TRUSTID

With unchanging personal data in the hands of hackers, identity thieves can potentially use the details to apply for new lines of credit at any time. New hacks continue to expose weak points in multifactor authentication, particularly for banks and wireless carriers that are reluctant to go beyond SMS-based texts and knowledge-based methods to identify customers.

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How to Stop Driving your Online Customers to your Competition

CSM Magazine

In the above example, a business owner has pulled a report in Google Search Console to pinpoint which search queries are driving traffic, clicks and impressions (how many times people view a listing in the search results). Response times can make or break your business. Implementing a ‘request a call back’ system for customers who prefer to use the phone to avoid long hold waiting times is a popular option with both businesses and customers. Knowledge Base

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Guest Post: How To Reduce Customer Support Tickets And Enhance CX?

ShepHyken

This week we feature an article by Soumya Juttukonda, a content developer & digital media strategist at Knowmax , an AI enterprise knowledge base solution to enhance customer service. You can prioritize support tickets based on the urgency of the issue.

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68 Customer Support Email Address Name Ideas

CX Accelerator

You can’t find the answer in the knowledge base on the company website, instruction book or the FAQs. When you do reach out, you want to know that you’re in good hands and that an answer or resolution to your issue is waiting at the end of that interaction.

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Guest Post: Customer Service Automation: A Quick Beginner’s Guide

ShepHyken

You no longer need to make your customers and prospects wait in queues to get an answer to their questions.? . Automated customer service systems like IVR, chatbots and even knowledge management systems can help you assist customers even when your agents aren’t online.? .

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5 Tips To Reduce Your Call Center’s Average Handle Time (AHT)

Global Response

If so, it might be time to start reducing your average handle time. Although average handle time might seem like a small—and primarily internal—metric, it can make a big difference on customer satisfaction. your average handle time.

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How to Handle Multiple Chats at the Same Time

ProProfs Blog

Ever wondered how challenging it must be for your operators to handle multiple chats at the same time? Keeping that in mind, we’ve curated a quick guide for your operators to handle multiple chats at the same time. Reduce Customer Wait Time with Canned Messages.

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Guest Blog: Are You Setting the Right Customer Experience Goals?

ShepHyken

It’s that time of year again. Time to start planning for your 2019 customer experience initiatives. We see numerous instances of contact center operators focusing more on improving the tactical side of operations like reducing average handle time or getting more surveys filled out while ignoring the more strategic goal of improving efficiency and eliminating the redundant.

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The Artificial Intelligence Field Service Revolution

TechSee

In today’s customer-centric and highly competitive marketplace, field service organizations must meet the growing expectations for shorter waiting times, quicker resolutions, and better overall customer experience. AI-powered knowledge base. AI-based visual analysis.

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3 ways virtual agents can boost call center efficiency

Talkdesk

From knowledge bases to virtual agents, the potential disruption that a solid set of self-service applications can bring to contact center efficiency and customer experience is unquestionable and justifies all the buzz. Self-service is a hot topic in the call center industry.

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3 Keys to Q4 Contact Center Success in 2021

Outsource Consultants

This includes excessive hold times, overwhelmed agents, poor customer satisfaction, and ultimately brand harm. Delta Airlines is hiring 5,000 professionals to help support their customers, but still expects lengthy hold times (some as long as 9 hours) to persist into the fall.

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9 Essential KPIs to Track for Sales, Support & Customer Service Teams

aircall

Average time on the phone. Managers can use this metric to determine how much time an agent is actually on the phone with customers. The higher the percentage, the more likely it is that the customer will have a satisfactory experience, and it’s clear agents are taking the time to thoughtfully answer customer questions and provide quality support. . It is also important to know how many calls are answered within a given period of time.

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Contact Center Digital Transformation – The Essential Stages for a Smooth and Successful Transition

Comm100

Compared to telephone support, live chat gives customers more power over how they connect, and allows for a more efficient response, avoiding wait times and frustrating call transfers between agents.

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Best 10 Tools Every Support Manager Must Know

Nicereply

As experts in their craft, they know which tool to use in a given situation, based on the business need or specific task at hand. There are two big realities to acknowledge about customer support tools: The tools you need to lead your support team will change over time.

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20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

Callminer

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. If you’re ready to better leverage your data to improve agent performance , it’s time to take a look at some important call center metrics that you might be overlooking. Post-call work time. In the past, this time was 22 minutes.

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Customer Service in the Time of COVID-19

ShepHyken

An open letter to companies—and customers—on how to navigate the challenges of these extraordinary times. To say we live in interesting times is an understatement. During this challenging time, we must adjust our behaviors both as? Now is the time to double down on self-service.

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6 Expert-Approved Tips on How to Build Your Agent Dream Team

JustCall

For instance, according to research, simulation training, which is a part of such a training module: Outperforms role-playing-based training in terms of accuracy and speed of processing customer calls Improves agent performance at higher levels of task complexity Why is Agent Training Important?